Jeffery Gorham

Jeffery Gorham is the Manager of CX Operations at Vivino. Prior to their current position, they worked as the Ecommerce Manager for Charlotte Russe from June 2012 to May 2019. Jeffery's responsibilities included site analysis, developing customer experience strategies, voice of the customer analysis, and end to end order flow operations and monitoring.

Jeffery's focus on website analytics helped him synthesize data into usable reports that determined the health of processes and viability of strategic initiatives. Jeffery's proactive approach to order management review reduced customer complaints by 3% annually for Charlotte Russe and 40% for Peek Kids in 2018. In addition to their analytical skills, Jeffery is also a strong communicator and coordinator. Jeffery has successfully collaborated with teams including Digital Marketing, IT, Distribution, Fulfillment, and Ecommerce.

As a key member of web ecosystem re-platforming projects, Jeffery has led successful migrations for new websites, 3PL call centers/warehouses, OMSs, and communication tools. Jeffery's expertise in developing specialized customer service models and contact methodologies has resulted in increased customer satisfaction for Charlotte Russe.

Jeffery Gorham earned their Bachelor's degree in Anthropology from San Diego State University-California State University.

Some individuals on their team include Kemea Smith - Training & Process Development Manager, Bernadett Szekely - Senior Vendor Manager, Europe. Jeffery Gorham works with Axel Spångberg - Director of Product Management, Vita Ketsman - Product Manager, and Oleg Parinov - Director of Product Management. Jeffery Gorham reports to Theis Søndergaard, Co-Founder & Chief Product Officer.